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Supervisor | Trainer
PROFESSIONAL PROFILE
As an adept Operations Supervisor and Trainer, I have a well-rounded skill set and Ethical
Leadership Skills. My previous and current role have strengthened my capabilities in
management and leadership, including a keen attention to detail and accuracy. I’ve worked
directly with Clients and supported the needs of various internal and external executives
Jonnelle-|-
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#17Avelino Street CJ Apartelle
Unit 305 Fairview, Baguio City
https://www.facebook.com/jo
nnelle.gueco
SKILLS
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Proven track record of
trustworthiness and integrity
Excellent organizational,
communication, and interpersonal
skills and good command of the
English language
Results-driven achiever with a high
degree of detail orientation.
Capable of executing duties in fast
paced environment, working under
pressure and meeting critical
deadlines
Highly adaptable, flexible, positive,
resilient, patient and risk-taker who is
open to new ideas
Is highly organized, dedicated, and
committed to professionalism
Highly motivated self-starter who
takes initiative with minimal
supervision. ▪ Ethical Leadership
Skills
TECHNICAL SKILLS
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With 4 years of experience as an Associate Trainer I was able to effectively facilitate
several training sessions for different learning styles. Created Training modules and
refreshers for a startup Account. My flexibility and adaptability were put into test when I
was sent to Dominican Republic to conduct a training class for our program.
3 years (and counting) of Supervisory role for different levels and tenure of account
representatives. Managed low and high performing agents. Accomplished people leaders
through internal growth and development.
WORK EXPERIENCE
Supervisor / Team Leader
CONCENTRIX (Convergys Philippines)
Bldg. B Baguio Ayala Land Techno Hub, John Hay Special
Economic Zone Baguio City
December 2017 - Present
Overview
• Manages, Supervises, lead and monitored a team of agents with different skillsets
and tenure.
• Implemented strategic plans and goals for daily operations to meet targets.
• Monitor team and individual performance through regular SBS (Side-by-side),
remote monitoring/observations, spot-checks and evaluations. Identify behaviors
and provide coaching sessions.
• Attend town halls, Leadership and Client meetings
• Consistently develop product knowledge through Program mastery and attending
Calibration sessions and adhered to quality assurance standards.
• Closely work with clients (via email and calls) to consistently provide updates and
plans to effectively support critical customers.
Trainer / Training & Delivery
CONVERGYS PHILIPPINES SERVICES CORPORATION
Bldg. A Baguio Ayala Land Techno Hub, John Hay Special
Economic Zone Baguio City
Trainer / Training Delivery
May 2013-December 2017
Microsoft (MS word, MS Excel, MS
PowerPoint, MS Outlook, MS Lync) & Overview
• Created Training modules and materials to aid in classroom facilitation.
Google Applications in creating reports.
I am familiar with web tools such as
• Facilitate classroom training and build product understanding and proficiency.
Google Drive, GSuite and Google
• Conduct on-the-spot audit and monitoring of the trainee.
apps.
• Conduct certification, and process employee progression and separation papers
I have used a General CRM like
accordingly.
Salesforce.
• Monitor and track the performance through available trending reports. Identify
I am also familiar with Qualtrics for
behaviors and provide coaching sessions.
evaluations, surveys and data
• Complete side by side evaluations and spot checks to support trainee development
collection activities
in transition.
I use Skype, Zoom, MS Teams, Viber
• Daily and monthly reports are sent in a timely manner to ensure clients are provided
and Hangout (now Google Meet) for
with updates
modes of communication.
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Attend daily training debrief sessions.
EDUCATION
Bachelor of Science in Commerce
Major in Management
1997 – 2001
Saint Louis University
Bonifacio St., Baguio City
Saint Louis School Center Girls’ High
School Department
Naguillan Rd., Baguio City
1993 – 1997
Saint Louis School Center
Assumption Rd., Baguio City
1986 – 1993
CHARACTER REFERENCES
1. Mrs. Neesh Dayrit - Sinagub
Manager
Contact #:-
CONCENTRIX (CONVERGYS
Philippines Services)
2. Ms. Maritoni Torres Yañez
Sr. Specialist Learning Strategy
Contact # #:-
CONCENTRIX (CONVERGYS
Philippines Services)
3. Mr. Winston Balwang
Manager
Contact #:-
CONCENTRIX (CONVERGYS
Philippines Services)
Certified Peer Trainer/ Training
AEGIS PEOPLE SUPPORT
SM Fiesta Strip Harrison Road, Baguio City
Banking and Financial Services
August 2008 - March 2010
Overview
• Answered inbound calls in support of customer needs. Conveyed in a reassuring
manner and provided step by step instructions to resolve application issues.
• Assesses training needs, develops training methods, and presents information using
a variety of techniques, including discussions, role playing, team exercises and visual
materials.
PROFESSIONAL DEVELOPMENT
MANAGEMENT| LEADERSHIP | SUPERVISOR:
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Convergys Leaders as Coaches 1 (CLC1) (April 2018)
Team Leader Trainee Assist –TL Onboarding (TLTA- TLOB) (April 16-27, 2018)
Convergys Leaders as Coaches 2 (CLC2) (November 18, 2016)
Convergys Leaders as Coaches 1 (CLC1) (June 2015)
TRAINING & DEVELOPMENT:
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Training 101 (January 23 and 29, 2017)
Training with Impact (TWI) (Convergys Baguio July 2014)
Peer Trainers Training (Aegis People Support; Certified Peer Trainer 2008)
CUSTOMER SERVICE & RELATIONS:
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OBCI (On-Boarding Curriculum Integration-Convergys Baguio October 2014)
Product Specifics Training (Iron Mountain Account; Convergys Baguio June 2014)
Direct TV NH, CCT and BGI Training (Convergys Baguio - April 22, 2013 –June 12,
2013)
Customer Resolution Specialist-Collections Department/ Inbound & Outbound
Account Training (Aegis People Support; Customer Service Representative)
Tuition Payment Plan Account Training (Aegis People Support; Customer Service
Representative)
Guarantor Servicing New Hire Training (Aegis People Support; Customer Service
Representative)
New Hire Training (e-PLDT Ventus Jupiter; Customer Service Representative)
OTHERS:
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Jumpstart Program (Manulife Baguio February 2015)
Basic Training Course on Life Insurance (Insular Life Insurance Company; Sales
Agent)
COURSES TAKEN
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Security Dos and Don'ts for Work-at-Home - Self-Paced Online Version
Being Managed in A Virtual Team
Coaching in a Work at Home Environment; A Motivating Model
Leadership Traits in a Virtual Environment
Introduction to Work-at-Home TL Development
Work at Home Coaching
What Makes a Successful Work-at-Home Team Leader?
Time Management
Communication in a Work at Home Environment
